Not able to find function in account(customer_account) reference qualifier in Case Form CSM

[AJAY BIRADAR]

On the Case form in CSM, the Account field has an out-of-the-box advanced reference qualifier applied:

javascript:new global.CSManagementUtils().getCaseAccountRefQualifier(current)

When I tried to understand its logic, I found that the CSManagementUtils Script Include contains the referenced getCaseAccountRefQualifier() function. However, within this function, it calls other Script Includes that I’m unable to locate in my ServiceNow instance.
Below is the script :

getCaseAccountRefQualifier: function (caseGr){

        if(gs.nil(caseGr)) return "";

        var accountGr = new GlideRecord(CSMBaseConstants.ACCOUNT_TABLE);

        accountGr.addQuery('customer', true);

        if (!gs.nil(caseGr.consumer) && GlidePluginManager.isActive(CSMBaseConstants.B2B2C_PLUGIN)) {

            accountGr.addEncodedQuery(new sn_acct_consumer.AccountConsumerUtil().getAccountRefFromConsumer(caseGr.consumer));

        } else if (!gs.nil(caseGr.service_organization) || !gs.nil(caseGr.requesting_service_organization)) {

            var orgs = [];

            if (!gs.nil(caseGr.requesting_service_organization)) {

                orgs.push(caseGr.requesting_service_organization);

            }

            if (!gs.nil(caseGr.service_organization) && orgs.indexOf(caseGr.service_organization)<0) {

                orgs.push(caseGr.service_organization);

            }

            accountGr.addEncodedQuery(new ServiceOrganizationUtil().getAccountReferenceQualifier(orgs));

        }

        return accountGr.getEncodedQuery();

    },


I am not able to find "getAccountReferenceQualifier" fucntion in the above script?

[Viraj Hudlikar]

Hello @AJAY BIRADAR 

Did you check if there is update for plugin and try to get plugin updated in your lower instance first.

Do cross check with your team was that SI was modified or updated or deleted accidentally by anyone.

It happens sometimes if our instance is old and this new script include was introduced in between but in upgrade it might have got skipped or overlooked so try is to raise a HI Support ticket mentioning that unable to find SI and they might provide you ootb xml copy of same or relevant solution for same.

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[Ankur Bawiskar]

@AJAY BIRADAR 

if you are talking about this script include "AccountConsumerUtil"

Then it comes from platform level and you can't see that in Script Includes table.

If my response helped please mark it correct and close the thread so that it benefits future readers.